Rental customers: reporting repairs

You can request repairs through My Sage Home by clicking on 'Report a fault with my home'.

If you prefer, you can call us between 8am and 5.30pm weekdays on 020 8168 0500. If you have an urgent repair outside these times your call will be diverted to our emergencies team.

> Download our Repairs Policy

Our timescales for responding to repairs

We offer an accessible repairs service and will keep you informed throughout. Our staff and contractors aim to provide excellent customer care - please contact us if you are unhappy with a repair.

Type of repair
Information
Emergency repairs: This type of defect poses an immediate danger to you and your home and is attended within 24 hours to make your home safe.• Gas leaks or electrical faults, failure of heating/hot water in the winter, burst pipes or blocked drains (please remember to try using drain blocker first).
• Report emergency faults immediately by calling our repairs number at the top of this page.
• If a fault isn’t classed as an emergency or was caused by someone in your home, you may be charged for the repair.
Routine repairs: This defect is minor and doesn’t affect your health or safety, routine repairs are completed within 20 working days.• Stiff window handles
• Adjusting your door locks
• Loose taps
Health and safety hazards: Significant damp and mould hazards covered by Awaab’s Law will be investigated within 10 working days, with a written summary given within 3 days, where required, and any required safety works starting within 5 days.• These timeframes don’t apply to routine inspection issues.
• For further information on what you can expect from us when dealing with damp and mould read our policy here.



> View a full list of tenant repair responsibilities and repairs that Sage commits to repair here: Repairs Timescales & Responsibilities Procedure

Repair responsibilities

The below repairs are your responsibility

  • Clearing a blocked bath, basin or sink (advice - use soda crystals or sink plunger, check outside drains)
  • Problems with showers you've fitted yourself
  • Issues with shower curtains
  • Fixing/replacing towel rails, cabinets, or toilet-roll holders
  • Replacing/fixing plugs or chains
  • Fixing or replacing a toilet seat

Boxing in pipes following change of boiler etc

  • Fixing problems with cupboard door catches, hinges and handles (if you are disabled, please contact us to discuss this)
  • Arranging connections to cookers and other appliances (Gas Safe Registered)

Changing fuses, plugs, bulbs and light tubes (not in communal areas)

Resolving minor condensation (we'll carry out an inspection if we think the issue is more serious). Find out how to prevent damp and mould here.

You will need to maintain and replace battery-operated smoke alarms.

  • Fixing leaking radiators (if this is a result of being removed for redecoration)
  • Repairing or renewing floor tiles, vinyl or laminate flooring (fitted by us but gifted to you)
  • Painting, papering, woodwork or coving
  • Boxing-in pipes following a change of boiler
  • Repairing or replacing additional locks or bolts
  • Changing/replacing outside door furniture, including the letterbox plate, spy hole or security chain. We may replace these for elderly or disabled customers but this is discretionary.
  • Replacing lost or stolen keys. Please contact us if you would like these replaced - there may be a charge for this. Sage does not keep spare keys once the tenancy has started.
  • Draft-proofing strips on windows and doors.
  • You will need to carry out landscaping and maintain your dwarf wall, pond or trellis.
  • Pests will generally be your responsibility except for Pharaoh ants or wasp nests in your home or building. If you notice pests in communal areas, please contact us
  • You will need to maintain your own shed
  • You'll need to prune trees within the boundary of your property
  • You will need to maintain decking

Fencing between neighbouring properties

Generally customer responsibility except communal

  • Wasps - unless inside house/building
  • Bees
  • Biscuit beetle
  • Mice
  • Rats
  • Pigeons
  • Squirrels
  • Ants (general)

Our commitment to you

We are committed to listening to customer feedback, checking our work, using data to monitor performance and continually improving our repairs service for you.

We regularly invite customers to take a quick feedback survey once repairs are complete. Your insights help us keep improving.